Customer Success Manager
Remote/LATAM
A Bit About Us
We’re at the forefront of one of the most exciting evolutions of our generation - remote employment. No longer do employers have to hire according to geography, and no longer do employees have to worry about proximity to work and daily commutes. Today, companies can hire the best talent they can find, anywhere in the world. But they need digital solutions to help them streamline the process...
We are Multiplier! Our global employment platform empowers companies to contract staff all across the world, while managing the complexities of local compliance, labor contracts, payroll, benefits and taxes - all from one software system. It’s a game changer!
We’re on a mission to impact economies of scale, and disrupt the traditional employer of record (EOR) space. We’re backed by some of the best in the game (Sequoia, DST, and Tiger Global), led by domain level experts, scaling massively, and seeking brilliant like minded enthusiasts to join our team.
A Bit About the Opportunity
As a Customer Success Manager, you will be the key point of contact for our North American clients, ensuring their success and satisfaction with our HR tech solutions. Your primary focus will be to nurture strong customer relationships, provide top-notch support, and drive customer adoption and retention. By understanding the unique needs of each client, you will help them maximize the value of our platform, fostering long-term partnerships and contributing to the growth of our business in North America.
What You’ll Do
- Guide clients through the onboarding process, ensuring a smooth and efficient implementation of our HR tech platform.
- Proactively engage with clients to understand their HR challenges and align the platform's features with their specific needs.
- Provide training sessions and workshops to educate clients on best practices and maximize product adoption.
- Develop and maintain strong relationships with key stakeholders within client organizations.
- Conduct regular check-ins and health assessments to gauge customer satisfaction and identify areas for improvement.
- Act as the main point of contact for any inquiries, issues, or escalations, providing prompt and effective resolutions.
- Monitor customer usage patterns and engagement levels, identifying opportunities for upselling and cross-selling.
- Proactively address any potential challenges or obstacles to ensure high customer retention rates.
- Collaborate with the sales team to drive expansion and upsell opportunities within the existing customer base.
- Gather customer feedback and insights to communicate product enhancement requests to the product development team.
- Serve as a customer advocate, providing valuable input to the product roadmap to align with North American market demands.
- Track and analyze key customer success metrics, such as churn rate, customer satisfaction scores, and usage statistics.
- Provide regular reports and insights to internal teams, contributing to data-driven decision-making processes.
What You’ll Bring
- Proven experience (minimum 3 years) as a Customer Success Manager or similar role, preferably in the HR tech industry.
- Strong understanding of human resources processes and challenges faced by HR professionals.
- Fluent in English with excellent communication and interpersonal skills, capable of building strong relationships remotely.
- Customer-focused mindset with a passion for delivering exceptional customer experiences.
- Ability to work independently and proactively, taking ownership of customer success initiatives.
- Experience with CRM systems and customer success tools is a plus.
- Availability to work remotely during North American business hours.
As part of Multiplier, you will have the opportunity to make a significant impact on the HR industry in North America. If you are an enthusiastic and customer-oriented professional looking for an exciting remote opportunity, apply now and join us on our journey to transform HR management for businesses across the continent.
Equal Employment Opportunity
Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions.